Ingosstrakh Installs Noda WFM Solution to Optimize Workload Management
Moscow, Russia, Oct 23, 2019 -- NODA has completed the installation of its Noda Workforce Management system in two contact centers of Ingosstrakh, a Russian insurance company. The WFM solution provides both contact centers with workload forecasts and draws up automated schedules for over 300 agents distributed across five different locations.
The single Noda WFM installation provides two Ingosstrakh contact centers – for medical insurance and the one covering general issues – with parallel workforce management and flexible access rights.
The project also included the integration of Noda WFM with the call center platform by Genesys, making it possible to transfer statistical data on voice channels, chats and email and use it for workload forecasts and online monitoring of agents’ activity.
"Today, Noda WFM optimizes the operations of more than 17,000 agents working across various industries and companies. Our automated forecasting and planning tools, together with convenient interfaces, make workforce management less labour-consuming for contact center managers. The solution also allows to reach the desired economic targets: as a rule, the project pays off within a year of its operation, " notes Andrey Zaitsev, Director of Contact Center and Robotic Systems Department at NODA.
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Thursday, October 24, 2019
ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today.